Voicemail Details Report
Overview
The Voicemail Details report reflects the number of voicemails received. The report displays one line for each interaction that resulted in a voicemail being left by the customer.
This report includes the name of the queue, timestamps, the duration of the voicemail along with the URL link to the voicemail recording.
IMPORTANT: The term read is used throughout this report. Since the recordings are stored in the customer CRM, from a reporting perspective there is no way to acknowledge that a recording was listened to. In this report read means that an agent was assigned.
The Voicemail Details report can be found at Reports > Queues.
The metrics included in this report are as follows:
Metric Name |
Definition |
Queue Name |
The name of the queue including the full path names if the queue is a sub queue - where the interaction came into. In this report - this is specifically where the voicemail function would be offered to the caller. |
Language |
The language associated with the queue. |
Agent Name |
The name of the Agent. In this report - this is specifically the Agent that read the voicemail. |
Agent ID |
The ID of the Agent that read the voicemail. |
Agent Email |
The email address of the Agent that read the voicemail. |
Start Time stamp |
The timestamp of when the voicemail started being recorded. This formats as date and hh:mm:ss UTC timestamp. |
VM Duration |
The length of time of the voicemail. This formats in seconds. |
Deflected from Transfer |
Indicates whether the voicemail was a deflection after a transfer |
Voicemail Received |
Indicates whether the voicemail was received. This formats as True or False. Note: If there is an error with the voicemail recording, the columns Voicemail Received and Voicemail Read will both display FALSE. |
Voicemail Read |
Indicates whether the voicemail was read. This formats as True or False. Note: If there is an error with the voicemail recording, the columns Voicemail Received and Voicemail Read will both display FALSE. |
URL Link |
The URL link to the voicemail recording. The recordings are stored in the Customer's CRM. |